● Excellent technical understanding of a broad range of hardware and software technologies.● Strong analytical skills coupled with methodical approach to fault resolution and troubleshooting.● Strong customer focus, high expectations, results driven and working to tight deadlines.● Understanding and knowledge of following ITIL framework, particularly Service Operation. ● Confident and approachable with emphasis in communicating clearly and concisely either face to face, email or telephone. ● Excellent organisation and communication skills both written and oral.● Approach all tasks with versatility and have the ability to learn new skills quickly and accurately.● Understanding of working weekends, holidays and unsociable hours. ● Thorough understanding of Microsoft Windows Desktop OS, Windows 10, Windows 8 and XP.● Knowledge of standard range of desktop applications, Office 365, Office 2007, Office 2013.● Experience and interests in cloud solutions especially Google Docs, Dropbox, Microsoft Office 365 and OneDrive. ● Understanding of mobile devices – iOS, Android and Windows mobile device management.● Administration of Microsoft Exchange and Active Directory, Azure and inTune.● Understanding of Microsoft RIS, Microsoft SCCM software deployment and installation of associated product library to clients. ● Understanding of IT Security, network protocols, firewall and VPN configurations, as well as remote access, content filtering, spam filtering, malware and virus protection.● Experienced in hardware support especially Apple, Dell, Hewlett Packard, and desktop, laptop and printer.● Supporting IP Telephony systems to include Avaya, Cisco, and Nortel, creation of extensions, hunt groups, pickup groups and voicemail.● Supporting of audio and video conferencing particularly Cisco Telepresence suite of products.● Experience and familiarity with Helpdesk CRM software, specifically Heat, LANDesk, Openview, Remedy and Service Now.